Skip to main content

Elevate Support Podcast

Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen

A podcast by the people behind Elevate Summit, the best conference out there for support pros. Join us in Philadelphia March 30 & 31 for our 18th Support Summit! (elevatesummit.co)

Archived from iTunes at https://itunes.apple.com/us/podcast/elevate-support-podcast/id1237917976. Items in this collection are restricted.

PART OF
Podcasts
SHOW DETAILS
up-solid down-solid
eye
Title
Date Published
Creator
Elevate Support Podcast
May 29, 2018 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 1
favorite 0
comment 0
Being a manager takes skills, but managing a customer support or experience team requires a whole other world of skills that it's very hard to find training on. Lindsay Konsko of Nerdwallet is the expert at managing people-focused teams, and she joined us to share some of that elusive wisdom about building a great management structure that we're all so eager to hear. You can check out more of her writing on support management (and even hire her to consult!) over at http://lindsaycanhelp.com.
Elevate Support Podcast
May 18, 2018 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
Today we're hanging out with Antonio King, a superstar in the world of e-commerce customer experience. He agrees with our long-standing belief that CSAT is dead, but what's going to replace it? What should we be measuring instead? Let's find out, together.
Elevate Support Podcast
Jan 16, 2018 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 1
favorite 0
comment 0
First things first - Skype updated and everything is ruined. Colin and Sarah riff a bit on why you shouldn't sneak up on your customers with goofy child-like updates, then they're joined by Heroku's Senior Manager of Technical Support, the one and only Jon McCartie. Jon has a lot of experience building sustainable remote teams and he'll be speaking more about what makes teams grow, thrive, or fail at our spring support summit in Philadelphia!
Elevate Support Podcast
Aug 17, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
Spoiler alert: Episode 9 was recorded right after 4th of July, which is why we are annoyed with having a holiday on a Tuesday. Today we're chatting with our old friend, Linode's Rick Myers! Linode offers cloud hosting for Linux, which is super brainy and way above our pay grade. Rick runs their support team, and he shared a lot of insight into their hiring process, what it's like doing support for a highly technical customer, and he gave us a breakdown of their newly minted internal training...
Elevate Support Podcast
Jul 9, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
This week we're joined by one of our past (and future!) Elevate Summit speakers, Ben MacAskill of SmugMug. Ben tells his story of going from researching cancer cures in a bio lab to handling support for a growing, bootstrapped startup. We also talk a lot about hiring, and how company culture influences team dynamics, and the pros and cons of running an entirely remote support team. We were so excited to catch up with Ben that you'll hear four voices this episode (Ben, Mike from Trello, Colin...
Elevate Support Podcast
Jul 6, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
Today Colin and Sarah are chatting with the awesome Eric Broulette of Hudl fame! We're obsessed with Hudl's story of massive bootstrapped growth, and Eric shared a lot of behind the scenes of their bustling Lincoln, Nebraska operation. Keep listening to the end to hear the astonishing support volume Hudl support handles daily - you might need a Zantac (or a sheet cake).
Elevate Support Podcast
Jun 16, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
Sarah sits down with Derek Homann to talk about his career in support, growing teams at massive scale, and what made him decide to start his own support-focused product, Median! Check out the newly launched Median at HelloMedian.com, and come see Derek speak about building a new chat tool at Elevate Denver, October 6 & 7!
Elevate Support Podcast
Jun 13, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
This episode is full of big life decisions as Lee Matos of Gitlab joins us for an important conversation about his future: Bicycle or car? Or Car-cyle???? We also get into talking about being a support manager, and growing a team of leaders, what skills you need to gather to become a successful manager, and what makes a good one-on-one review. Plus, we get a peek into the world of Gitlab, where every decision is made public (woah!) and collaboration between departments is taken to a whole new...
Elevate Support Podcast
Jun 8, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 0
favorite 0
comment 0
This episode, Sarah and Mike are joined by Nora West from Guru! Support teams are often the group best informed about customers' opinions and desires for your product, but many support teams struggle with how to effectively convey that information to other teams in the company. If you don't have a form of All Hands Support going, how can you make sure your engineering team knows how annoying that latest bug is? How can you make sure the design team knows just how distracting the font change...
Elevate Support Podcast
Jun 8, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 1
favorite 0
comment 0
This week we're hanging with Suneet from Help Scout, one of our favorite support companies (and favorite people!). We jump right into talking about the bliss of remote working, choosing the right company to work for, our worst jobs ever, and why Mike didn't make it as a Bennigan's host. We also chat about creating awesome content for support pros, and what it's been like for Suneet as he's jumped into the world of customer support.
Elevate Support Podcast
Jun 8, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 1
favorite 0
comment 0
This episode, we're joined by Ben McCormack from FullStory! As support pros, are you addicted to the queue? Ben says you just might be. The same way you can get addicted to other things, your brain responds to the queue and you get a dopamine hit for completing that queue, but this can lead you to focus on the wrong things. Listen to hear Ben's suggestions for breaking that addiction and how to re-focus your efforts in the right place!
Elevate Support Podcast
May 11, 2017 Sarah Hatter, Colin Flanigan, Michael Labrecque-Jessen
audio
eye 1
favorite 0
comment 0
A quick chat about some of the great talks at our recent Philadelphia event. Hosted by Mike from Trello, Colin from Pingboard, and Sarah from CoSupport.